I know that there have been a few posts on this topic in the past but nothing about 7.1. No matter how I try to create custom routing rules, they simply do not work. Here's my process...
1) Create a new group in Admin - Users - Accounts
2) Added the group in the Profile Definitions of ServiceDeskSettings under Admin - Data - Application Properties
a) Created a Group Name
b) Set Category to: User Groups
c) Set Default Value to: SD.IncidentManagement
d) Restart IIS
3) Went to Admin - Data - Application Properties, clicked on ServiceDeskSettings and went to the groups. I renamed the group there from SD.IncidentManagement to a more common name that matches the actual group name such as Group3.
3) In workflow I have opened the SD.RoutingRules Project and did not rename the project (to add the space: SD.Routing Rules). I have tried with the space and without, not sure which is the preferred method as the customization guide mentions changing the name with SD.IncidentManagement but never mentions it again so I don't know if it should be done or not for every project...
Now there are 2 ways I've tried this from here:
4) Added a Matches object and entered some text on the line like "Intake Form" (without the quotes) and compared to variable Incident.IncidentName
5) Added another GetGroupByName object.
a) Left the Outputs the same as "Get Support Group I" which is SupportIGroup
b) Under Inputs I have tried statically setting the name of the group it the common name of the group in SD such as Group3 as well as using the process variable as it is available to me now that I have set it in SD.
6) I reconnected all of the objects correctly so that the input goes to the matching and if it matches to go to set the group name and if not set it to Support I.
7) Save and publish.
8) Log into SD and create a ticket with the correct IncidentName that will match and save it.
When I test this, nothing I do works and sometimes I get a ticket stuck in processing and so nothing else will be posted. Fatal errors appear in the log saying that SD.IncidentManagement could not read in object. When I don't get this error the tickets go in but all get assigned to Support I.
I have also tried this with the more simple Priority which is a static name rather than a longer string like in Incident.IncidentName.
If anyone has any ideas where I might be going wrong or why this might not be working, I would love some advice. Thanks!